Services Standards

We publish our Standards of Service to answer frequently asked questions on the how, why, and wherefore of our customer service, and what you can expect from us when you purchase our products or services.

Payment

We accept Visa, MasterCard, American Express, and Discover credit cards. We also accept PayPal, United Kingdom Debit Cards (Delta, Maestro/Switch, Solo, Electron) and Wire transfer from any bank in the world. We also accept Bank fund transfer within USA, UK and India

We review all orders to protect both you and us from fraudulent transactions. This means that there is sometimes a delay in processing your order (up to one business day) however during business hours expect a one hour activation time. Feel free to contact customer support for order status.

It is our policy to deny refunds for software once it is downloaded and/or installed for you by our technicians. Please use our demo systems or contact our sales department with any questions you may have about product or service performance before you purchase.

Hours of Operation

Our hours of operation are posted on the contact page at all times. While we answer support tickets during off hours certain types of requests such as billing, customer service, and advanced support are examples of issues that may require advanced services only available during business hours. Web Development customers have the option of after-hours emergency support if their site needs it.

Emergency Support

We staff our system 24/7/365 but only answer general technical support questions during normal business hours. If you are a Outshine Solutions customer and your site needs emergency support at any time you can submit an emergency support request which will instantly page our after-hours techs.

Ticket Responses

Our average response time is less than two hours but, depending on the nature of your request, it may take up to two business days for your issue to be addressed. Our technicians will work to keep you updated on your request’s progress.

You can always view your existing tickets to see the progress of your request or what department your ticket has been assigned to. After a ticket has existed for 48 hours, you may use the management escalation feature to tag your ticket for management review if the issue is not being resolved properly. Billing, customer service, and special requests will only be answered during normal business hours.

Company Forums

Our company forums are provided as a convenient place for customers to interact. It is important to note that the forums are not part of customer service. We may from time to time be forced to remove an account from access to the Company Forums if someone is posting items which are disrupting other’s access to the forums.